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All Journal Diponegoro Journal of Management Journal of Electrical, Electronic, Mechanical, Informatic and Social Applied Science
Yoga Wicaksono
Jurusan Manajemen Fakultas Ekonomika dan Bisnis Universitas Diponegoro
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Education Languange, Linguistic, Communication & Media Social Sciences

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Journal : Diponegoro Journal of Management

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PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pelanggan di PT. Indo Samudera Perkasa Semarang) Wicaksono, Yoga; Santosa, Suryono Budi
Diponegoro Journal of Management Volume 4, Nomor 4, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This study aimed to analyze the impact of service quality on customer loyalty and trust with customer satisfaction as an intervening variable. This study used a multiple linear regression analysis using SPSS. The population used is the customers who have used the services of PT. Indo Samudera Perkasa representing 100 people. While the sample used as many as 100 people with the sample selection technique is a census study. The results showed that the quality of service and trust affects customer satisfaction and customer satisfaction influence on customer loyalty. In model 1, the quality of service gives the greatest influence to the satisfaction of 0.524. In model 2, the quality of service gives the greatest influence on customer loyalty by 0.340.
Co-Authors Fahrezi, Yogi Nugroho, Berto Suryono Budi Santosa, Suryono Budi